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Review from Maryann R
1 star02/08/2024
With 31 one days to our tour, Treasures of *****, we just found out that getting assigned seats is an additional fee. Not only did Collette not inform of this, we had to find out on our own when trying to reserve seats with the airline. Following a long conversation with an agent, it appears that Collette agents really dont have any idea what they are doing. I asked the same question many times and not once did I receive a direct answer except it is a non refundable fare. I was upfront when booking this ticket that I would have preferred a one world airline. In addition to this mess, I had to book my way from ********* to JFK so I would not have to leave at 6:30 in the morning. Apparently a travel agency can not book all travel times? Now, we are not *********** transportation from our home to the airport in ********* because we booked our own fare. Never again. They are not transparent in their dealings with customers
Collette Response
02/09/2024
To Whom It May ********************* you for contacting Collette regarding your concerns for your upcoming Italys Treasures tour. Collette has had numerous contacts with the traveler regarding her airfare. The initial travelers air quote request that Collette received on October 2, 2023 included the travelers preferred airline alliance and the travelers preferred flight routing which asked for air from ********* and also ********. The traveler also provided her seat assignment preference. At that time, our agent advised that seats assignments are not guaranteed and are ultimately under airline control.
On November 9, 2023, our team reviewed the available flight options with the traveler, and the selected flight schedule was roundtrip airfare from ******** (***). A few weeks later, the traveler called to inquire about airfare from *********. Our agent reviewed the available flight schedules, but the traveler decided not to make any changes at the time.
It is our understanding that the travelers have made their own air arrangements to get from ********* to ********. The gateway for the packaged airfare that was purchased through Collette is ******** (***).Collettes sedan service transfer is free of charge with all air-inclusive packages when the pick-up location is within 50 miles of your ***************.The travelers would not qualify for the complimentary sedan service from their home in ********* because the gateway is ******** (***). The travelers were offered the sedan service from ********, but they declined the service.
Please let us know if you have any questions.
Sincerely,
Collettes Traveler Relations TeamReview from Susan A
1 star10/27/2023
Pre tour ****** Extension for Shades of Ireland Tour We are very frustrated that the extra charge for our airfare has not been settled.May I suggest that Collette credit us $ ****** each for a total of $ ****** credit, since Collette already booked our airfare.Im assuming that Collette will also provide transportation to the airport in ****** and also to our hotel in ****** in the price of $ 799. that was listed our itinerary that we received from *******.Also, I have searched for an email to file a complaint within the Collette website but I was unsuccessful. . I hope that our complaint will be resolved in a timely manner.***** and *************************Review from Daniel M
1 star10/01/2023
Thoroughly enjoyed our recent "Spotlight on ******" tour **** Sep 23 but recognized that was largely due to our outstanding tour manager, *************** (a Collette subcontractor). I am however significantly unimpressed, exasperated and disgusted with the customer ********************** and predatory pricing policies of Collette with respect to our tour incidentals. Since our tour did not offer post-tour accommodations in ******, we had Collette book two additional nights at the ***************************************** for which we prepaid $1,330 USD. Admittedly, we didn't do sufficient research on the hotel's room rates beyond noting that rooms were typically $430 USD/night for those dates, trusting Collette to make the reservations. When we checked out of the ********, we received an invoice for our (prepaid) stay totaling 716 GBP ($875 USD at current exchange rates). This deferential of $455 USD represents a 35% markup by Collette on the room rate charged.I initially inquired with Collette about the overcharge and was asked to forward a copy of the ******** *********** room charge invoice to them, which I did on 9/22/23. I had no response from Collette for over a week and follow *** by email were ignored. I finally received a call from a Collette "manager" who explained that the overcharge "is what it is" but said he would get back to us the following day after a discussion with other Collette managers. I never received the call back phone call, and likely never will.I agree with Collette's assessment of the overcharge that "IT IS WHAT IT IS"...and "what it is" constitutes unbridled predatory pricing and a total lack of customer focus with world-class unresponsiveness thrown in for good measure. Clearly, we will never use Collette again, and could not recommend Collette Travel to anyone based on our experience. A totally unprofessional travel company...Collette Response
10/06/2023
To Whom It May ******************************** style="white-space:pre">After reviewing the history and documentation of this reservation, Collette has refunded the traveler 455 dollars. We have spoken to the traveler several times during this process and they are aware of the refund. Please let me know if you have any additional questions.
Review from John E H.
1 star04/27/2023
I'm looking for any BBB information on this company. I have paid a Large amount of money and, I want any descriptive information on this company. Additionally, how can this company be in business several years with no BBB info on them?Collette Response
05/03/2023
Hello, This guest has not traveled with us yet , but does have a future reservation. I have left a voicemail for the guest and would like to speak with him as I do not currently understand what he requires. Please let me know if I can provide additional information.Review from Shelia R
1 star04/11/2023
My husband and I went into ************** to plan and pay for an international trip. We were very excited and wanted to put a large deposit down since the trip was within 3 months. The agent asked for our deposit after going over the tour with us even before printing the documents and as stated we were very excited, so we gave the deposit of over $5000.00 since the total of the trip was over $13,000 and time was of essence. After paying the agent told us that they couldn't confirm our flights for up to 7 days. We weren't happy after making such a large deposit and no confirmation. We asked for a refund and to cancel the same day while sitting at the agent's desk. She canceled immediately and now we are told that we might not receive the refund for 14 to 30 days. We need this money to pay for another trip! This is unexceptable! These funds should have remained pending and released within 5 to 7 business days like most companies, especially such a large amount, given it was an immediate cancellation. This is taking advantage of customers. You wouldn't hold funds and cause interest to be charged to customers? This is in your favor, but certainly not that of the customer. I am filling a dispute with my credit card company. Very disappointed customers!!!Collette Response
04/12/2023
To Whom it may concern,
This guest cancelled on April 7th and two business days later on April 11th the refund was sent to the original form of payment. We show the credit card company has accepted the refund as of today April 12th. Please let me know if you need any additional information.
Thank you
Review from Pamela M
2 stars10/18/2022
During my trip they did not honor a transportation voucher. We had three flat tires on the tour and they say they have compensated me but I have received nothing. When I call they say they dont know anything about the problems.Review from Anthony P
2 stars06/20/2022
Collette Travel Waiver Program.The following is an email sent to ***********************, **************************** Specialist for Collette Travel; ************************************************************** - Phone: ************.From the Collette Travel Protection Plan; Quote, "The Pre-Departure Cancellation Fee Waiver Benefits of this Part A are provided by Collette"...... My consumer remarks are self explanatory in my email to the **************************** Specialist. My email--> Quote, "The Fee Waver, as presented in this document, is a term and semantics, unfamiliar to many lay people outside the travel industry, including myself. While you may persist in your correct legal position, this is a very poor public representation and image for your company. Nine months (9) prior to our trip departure, and cancellation COSTof more than the actual trip deposit for holding a place for land only..... Worth sharing online so others will pay more close attention to Collettes Waiver Program". A. R. P. *************** **Collette Response
06/20/2022
Thank you for your feedback **************** and we are very sorry to hear about the confusion regarding our Travel Protection Plan. Per the ****************** of the Travel Protection Plan on our website, "Payment of a per person Travel Protection Plan fee guarantees a full refund of all payments (including deposit), except the Travel Protection Plan fee itself, made to Collette for travel arrangements in case of cancellation of your travel plans for any reason prior to the day of departure". We hope this clarifies the situation and helps any future travelers as well. Sincerely, Collette Guest Relations TeamReview from Clint R.
1 star08/24/2021
I am paid in full for an October 1 tour of Mackinac island traveling from ******* and ending in *******. I am trying to find out if airfare is covered and which hotel in ******* I need to meet the tour I have been calling Collette on 3 different numbers for three days, experiencing holds of over an hour and no callbacks.I don't know how to reach them as their website has no instructions either!***************************** **********, **Collette Response
08/25/2021
Thank you for contacting us and we're very sorry you've had a difficult time reaching us. Our notes indicate you spoke with our *********** yesterday regarding your upcoming tour. If you have any further questions please let us know.Review from Jeanne K
1 star07/30/2021
Im presently in COVID quarantine in Iceland. My trip was wonderful and it is beautiful here. The tour director/guide on the bus was excellent. Her name is *****. I was on the Fire and Ice Tour July 13 to July 22, 2021. I would highly recommend the tour and this was my second trip with Collette. I can say everything was fine until quarantine. I was taken to a hotel and popped in a room without any instructions, discussion about what might happen. I had to find Gullas number to get information and I dont blame her. She was kind and sent the last evenings dinner and a full bottle of wine. So, my problem and the reason for one star is the fact that besides ***** I didnt hear anything from from Collette until I spent the night. I was pleased a fella named ***** from Collette called and offered to call me daily. I was thrilled because Im here alone. My family returned home simply because they can do nothing. Im quarantined two weeks and absolutely must stay in a tiny hotel room. Well, ***** called daily. I always complemented his call and was grateful This was offered. But, July 26th he called to tell me he was working on getting me out sooner. He felt certain of this in his voice and words. However, I informed him earlier on, about two days here, I talked with a doctor who told me that I absolutely had to be in quarantine two weeks. ***** sound like the possibility was there and hed call me the NEXT day. I NEVER heard from him again. The evening of his call telling me he was working and hed call me back, I couldnt sleep, I prayed for this to be true, my hopes were up, I cried. And, this created anxiety in me and grew as he never called back. A simple call back even saying it couldnt be done would have been helpful for me to put the idea to rest.***** also in every call said Collette would book my flight home. He told me the Air Team would be calling me! I never heard from them. I had uploaded the Collette app on my phone. There is a contact area so I wrote a lengthy message to send via the contact area. It returned to me saying sending Failed. It said the email was an error. What? Its the email on the contact!!! Then, I returned to the Contact and pressed the phone icon. It was their emergency number. I left a message saying it wasnt an emergency, but explained the promises made by *****. The next day I got a call from Collette with apologizing words for Chriss behavior. Really, he should speak for himself. In the meantime, Im back to accepting the quarantine time, Im relaxed because I had my travel agent book my flight home, my travel I insurance agency calls daily with a more reasonable and straightforward way of helping me. Of course, my family calls daily, but any call helps being alone for two weeks. I have yet to figure out a customer ********************** email, number, address for Collette. Again, loved the tour, the tour director/guide, bus driver, but otherwise this bad experience with COLLETTE PUBLIC RELATIONS. And, that is ONE STAR.
Customer Review Rating
1.22/5stars
Average of 9 Customer Reviews
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